Troubleshooting

App freezes on the loading screen

1. Close the app completely (swipe it away from recent apps)
2. Check that your device has a working internet connection
3. Reopen Sage — it should load within a few seconds
4. If it still freezes, restart your device and try again

App crashes immediately on launch

Try uninstalling and reinstalling Sage — see the reinstall steps below. Your account and progress are saved to your account, not the app.

Forgot your password

On the sign-in screen, tap Forgot password? and enter your email. You'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive.

Sign-in fails with "incorrect email or password"

1. Double-check that you're using the email address you registered with
2. Try resetting your password using the link above
3. If you signed up with Google, tap Continue with Google instead

Account says "trial expired" but I just signed up

Email us at [email protected] with your account email and we'll sort it out right away.

"Oops! Couldn't send that" error

1. Check your internet connection — Sage requires a stable connection
2. Tap the Tap to retry button on the failed message
3. If it keeps failing, go back to the home screen and start a new session

Session loads but Sage never replies

1. Wait 10–15 seconds — Sage sometimes takes a moment to think
2. Check your internet connection
3. Close and reopen the app, then try again

Previous session won't load

If a past session shows an error, tap Start fresh to begin a new session on the same subject. Your child's progress and mastery levels are always saved.

Sage says it can't hear me

1. Make sure you've granted Sage microphone permission
2. Android: Settings → Apps → Sage → Permissions → Microphone → Allow
3. iOS: Settings → Sage → Microphone → toggle ON
4. Restart the app after granting permission

Microphone button does nothing when tapped

1. Check microphone permissions (see above)
2. Make sure no other app is currently using the microphone
3. Restart your device and try again

Voice is recognized but the wrong words appear

Speak clearly and close to the microphone. Background noise can affect accuracy. You can always type your answer instead using the keyboard icon.